Terms and Conditions of Use of MeRents

Last updated: 14 October 2026

These Terms and Conditions (the "Terms") govern the use of MeRents, the website and mobile apps through which private individuals in Spain rent out and rent everyday goods from each other (the "Service").

Who we are. The Service is provided by CloudGate Solutions, S.L. ("MeRents", "we", "us"), a Spanish limited company with registered office at c/ de Espronceda 34-C, piso 1, 28003 Madrid, Spain [TO CONFIRM: registered office and postal address for correspondence], tax ID (NIF) B19901180, registered in the Madrid Commercial Registry, Volume [TO CONFIRM], Folio [TO CONFIRM], Sheet M-[TO CONFIRM]. Contact: support@merents.app, telephone [TO CONFIRM: telephone number and opening hours], and the other channels in Section 11.

How these Terms apply. These Terms apply when you create an account and accept them by ticking the box on the registration form. You can read, download and print them at any time at merents.app/en/terms. The Prohibited Items policy forms part of these Terms. Our Privacy Policy and Cookie Policy explain how we process your personal data; they are information for you, not contract terms.

1. Definitions

Platform: the MeRents website, mobile apps and any other means of access to the Service.
User: any person with a MeRents account.
Owner: the User who lists a Good and rents it out (the lessor).
Renter: the User who rents a Good (the lessee).
Good: a movable item offered for rent on the Platform.
Listing: the page where the Owner describes a Good, its price, its availability and the accessories included.
Booking: a rental of a Good for specific dates, arranged on the Platform.
Rental contract: the lease of a Good concluded directly between the Owner and the Renter through a Booking.
Rental price: the price set by the Owner for a Booking.
Service Fee: the fee the Renter pays MeRents for each Booking (Section 4.3).
Consumer: a natural person acting for purposes outside their trade, business, craft or profession.
Moderator: a person working for MeRents who reviews reports, disputes and restrictions.
Strike: a mark recorded on an Owner's account when the Owner misses certain deadlines (Section 6.4).

2. The Service

2.1 What MeRents does

MeRents lets Owners publish Listings and Renters find, book and pay for them. MeRents provides the search, booking and messaging tools, processes payments through Stripe, keeps the Rental price until the Booking is completed, provides the handover and dispute tools, and has Moderators decide the cases described in Section 6.

MeRents is offered to users in Spain. Bookings are for pickups and returns in Spain. MeRents does not offer shipping or delivery: the Owner and the Renter arrange the pickup and return between themselves.

2.2 MeRents's role

The Rental contract is concluded directly between the Owner and the Renter. MeRents is not the owner, lessor or lessee of any Good and does not act on behalf of either party in the rental, except as the Owner's limited agent to collect the Rental price (Section 4.4).

2.3 Who is responsible for what

The Owner is responsible for the Good, its Listing, its condition and handing it over.
The Renter is responsible for paying, using the Good properly and returning it on time.
MeRents is responsible for running the Platform, processing payments through Stripe, keeping the Rental price until completion, the handover and dispute tools, the Moderator decisions described in Section 6, and the refunds and payouts it must make under these Terms.

2.4 Your account

You must be at least 18 years old and have full legal capacity to use MeRents. We do not allow accounts for minors. If we learn that a User is under 18, we will close the account.

The information you give us must be accurate and kept up to date. You may hold only one account.

Keep your password secret. You are responsible for activity on your account unless it results from a security failure on our side or happens after you told us that your account had been compromised.

2.5 Owners are private persons

When you list a Good, you declare whether you act as a consumer or as a trader (in the course of a business, trade or profession). At launch, MeRents only accepts Listings from private persons acting as consumers. If you are a trader, or become one, you must tell us, and you may not list until we offer trader accounts.

We show Renters, on each Listing and before payment, that the Owner has declared to be a private person, and that for this reason consumer protection law does not apply to the Rental contract between the Owner and the Renter. Consumer protection law does apply to the service MeRents provides to you.

2.6 How listings are ordered

Search results are shown newest first by default. You can choose to order them by distance from a location you choose, by price (lowest or highest first) or oldest first; listings with the same position are shown newest first. The filters you select (category, price, dates, location) narrow the results. Nobody can pay for a better position. If this changes, we will update this section.

3. Rules of use

3.1 General rules

You must use the Service in accordance with the law and these Terms. You may not:

publish racist, xenophobic, pornographic or violent content, content that glorifies terrorism or that violates human rights;
send unauthorised advertising or spam, or promote pyramid selling;
impersonate anyone or publish false information;
infringe anyone's intellectual or industrial property rights;
publish images of minors;
use the Platform to arrange rentals outside it in order to avoid the Service Fee, or to commit fraud;
carry out any other illegal activity.

3.2 Prohibited items

You may not list or rent any item in our Prohibited Items policy, which forms part of these Terms. Listings in a prohibited category cannot be published. If we remove a Listing or restrict an account, we tell you why and how to challenge the decision (Section 6.3).

3.3 Safety information

Owners must hand over the instructions and safety information they have for the Good, and must not list Goods that have been recalled or are unsafe. Renters must follow those instructions.

4. Bookings, prices and payments

4.1 Listings

The Owner publishes a Listing with an accurate description and photos of the Good, its condition, the accessories included, its availability and its price. The Owner is responsible for the accuracy and legality of the Listing and confirms that they hold the rights to the photos they upload. We may correct an obvious category error in a Listing and will tell the Owner if we do.

4.2 How to book

The Renter chooses the dates and sends a booking request. The request is an offer by the Renter.
The Owner accepts or declines the request. If the Owner declines, nothing is charged.
Once the Owner accepts, the Renter sees the total price and pays. The payment button shows the amount to pay, and pressing it means you are obliged to pay. The Renter has [TO CONFIRM: time limit to pay after the Owner accepts] to pay.
The Rental contract is concluded when the payment succeeds. Until then, either party may cancel at no cost.
We confirm the Booking by email straight away, with the Booking details and a link to these Terms [TO CONFIRM: whether the confirmation email attaches these Terms as a PDF].

You can correct the dates and other details before paying. We keep a record of each Booking, which you can see in My bookings. You can contract in Spanish or English.

4.3 Price and Service Fee

The price you pay is shown in full before you confirm: the Rental price set by the Owner plus MeRents's Service Fee, VAT included. There are no other charges and no charge for the payment method you use.

The Service Fee is paid by the Renter. It is 14% of the Rental price for each of a Renter's first 3 completed rentals, and 12% afterwards, VAT included. For example, for a Rental price of 50 euros the Service Fee is 7 euros on one of your first 3 rentals (57 euros in total) and 6 euros afterwards (56 euros in total).

The Owner pays no fee to MeRents and receives the full Rental price.

4.4 Payments

Payments are processed by Stripe Payments Europe, Limited, a payment institution regulated by the Central Bank of Ireland. By listing, the Owner appoints MeRents as their limited agent to collect the Rental price from the Renter. A payment made by the Renter to MeRents counts as payment to the Owner, and the Renter's payment obligation is fulfilled when the payment succeeds.

The Rental price is kept in MeRents's account with Stripe until the Booking is completed, and is then transferred to the Owner's Stripe account (Section 5.10). The Owner and the Renter instruct MeRents, irrevocably for each Booking, to transfer or refund that amount according to these Terms, the parties' agreement on the Platform, or a Moderator decision. MeRents is not a bank or a payment institution and pays no interest on these amounts.

To receive payouts, Owners must open a Stripe account and accept the Stripe Connected Account Agreement, which includes the Stripe Services Agreement, and they authorise MeRents to share with Stripe the information needed for this purpose.

Because the Owner is only paid after the Booking is completed, a Renter who refuses a pickup, or receives a Good that does not match the Listing, can get the Rental price back as described in Section 5. This does not cover the value of any Good, damage, loss, theft or injury (Section 5.12), and it is not insurance.

To prevent fraud, some payments must be confirmed with your bank (3-D Secure): always for a Renter's first 3 Bookings, and in other cases, for example when the card was issued in a country other than the one you are connecting from. We do not refuse cards issued in the European Economic Area because of the country of issue [TO CONFIRM: Stripe Radar rule changed as recommended before launch].

4.5 Cancellation by the Renter

The Renter may cancel a paid Booking from the booking page until 48 hours before the start date begins (00:00, Madrid time). The Renter then receives a full refund: the Rental price and the Service Fee. The Owner agrees, by listing, that such cancellations are refunded in full.

After that time, the Booking can be ended only as described in Section 4.6 (right of withdrawal), Section 5 (refused pickup, agreed refund or Moderator decision) or Section 7.3 (force majeure).

4.6 Right of withdrawal from MeRents's service

Your right. If you are a consumer, you may withdraw from your service contract with MeRents for a Booking within 14 calendar days of paying, without giving any reason.

How to withdraw. Send us a clear statement of your decision, for example by email to support@merents.app or by post to the address at the top of these Terms. You may use the model withdrawal form in the Annex, but you do not have to. You meet the deadline if you send your statement before the 14 days have passed.

Starting the service straight away. When you pay, you ask us to start our service immediately and you acknowledge that you will lose your right of withdrawal once our service has been fully performed, which happens when the Booking is completed.

What we refund. If you withdraw before the pickup, we cancel the Booking and refund everything you paid. If you withdraw after the pickup, we refund the Service Fee in proportion to the part of the rental period not yet used, and the Rental price is dealt with under Section 5 (by agreement with the Owner or by a Moderator decision). We refund within 14 days of receiving your statement, using the same payment method you used, at no cost to you.

The Rental contract. The Rental contract with a private Owner is not a consumer contract and has no statutory right of withdrawal. A cancellation under Section 4.5 or a withdrawal before pickup under this Section also ends the Booking with the Owner.

4.7 Reviews

Only the Owner and the Renter of a completed Booking can review each other, once per Booking. We do not edit reviews and nobody can pay to have a review published or removed. We remove reviews that break these Terms or the law, and we tell the author why. Reviews are shown newest first.

5. Rental rules

This section sets out how rentals work in practice: what each side promises, how pickup and return are documented, the deadlines that apply, and what MeRents does and does not cover.

5.1 What the Owner promises

By listing a Good, the Owner promises that:

the Good matches the Listing (photos, description, brand, model, condition);
the Good works as described and is safe to use;
the Good is handed over with every accessory in the Listing's list of included items (for example "battery, charger, 2 lenses");
the Owner is entitled to rent out the Good (it is theirs or they have the owner's permission, and it is not stolen or seized).

5.2 What the Renter promises

By booking a Good, the Renter promises to:

use it normally and for its intended purpose, following any reasonable instructions in the Listing;
not rent it out, sublet, lend or sell it to anyone else;
return it on the agreed date, at the agreed place, in the same condition as received and with all accessories;
tell the Owner as soon as possible, through the Platform, if something breaks, is lost or is stolen.

5.3 Normal wear versus damage

Normal wear is the small marks that come from using a Good as intended. It is part of renting and is not a reason to claim. Damage is anything beyond that: breakage, loss, or a change that reduces what the Good can do or is worth. Examples:

Tools. Normal wear: light scratches on the casing, dust, a slightly worn bit or blade after normal use. Damage: a cracked housing, a bent shaft, a snapped or missing bit set, a motor burnt out by misuse.
Electronics. Normal wear: fingerprints, faint marks on the body, a battery discharged by use, or reduced battery capacity due to age. Damage: a cracked screen or lens, liquid damage, a line of dead pixels, a missing charger or cable, a device locked to the Renter's account or reset so that it no longer works with the Owner's account.
Camping and sports. Normal wear: dirt and grass stains that wash out, light scuffs on a helmet shell or bike frame. Damage: torn tent fabric or broken poles, a hole in a mat or mattress, a dented or cracked helmet, a bent bike wheel or frame.
Party and event items. Normal wear: normal dust, minor scuffs on speakers or furniture, a few creases in a cloth. Damage: burn marks, permanent stains, a broken speaker cone, a missing or broken part of a set, torn decorations.

5.4 Who answers for damage

Between the Owner and the Renter, the Spanish Civil Code applies. The Renter must return the Good as received, except for normal wear (Section 5.3) and what is caused by time or an unavoidable event. The Renter is responsible for damage to or loss of the Good during the rental, including damage caused by people the Renter lets use it, unless the Renter shows that it happened without their fault. The Owner is responsible for the Good matching the Listing and for hidden defects.

MeRents does not pay these amounts (Section 5.12), but the Owner keeps every legal right to claim them from the Renter, and the Renter keeps every legal right against the Owner.

5.5 Handover protocol

Pickup and return are documented on the booking page, in the timeline. Photograph only the Good: do not include people, documents, number plates or the inside of homes.

At pickup, the Renter:

takes at least 2 photos of the Good;
ticks each accessory in the included-items checklist as present;
enters the serial number, when the Listing says the Good has one. The Owner can see it. If the Owner recorded an expected serial number and it does not match, both parties are told, but the pickup is not blocked;
confirms one of two options:
- "The item matches the listing": the rental becomes active and the Renter takes the Good;
- "The item does not match": the Renter chooses a reason (wrong item, not as described, damaged, missing parts, not available) and attaches the photos. The Booking moves to pending resolution and the Rental price stays held. The Owner then has 24 hours to accept the refund or contest it (Section 5.6).

If the Owner does not show up on the start date, the Renter reports "owner did not show up" and the same process applies as for a refused pickup.

Time limit for refusing the pickup. The Renter may refuse the pickup, or report that the Owner did not show up, from the start date until the end of the next business day in Madrid (for a start on a Friday or Saturday, until the end of Monday; public holidays do not count), and only while neither party has documented the handover.

The Owner's handover confirmation. The Owner may also document the handover on their side, with at least 2 photos and the full checklist. This starts the rental and ends the Renter's right to refuse the pickup. A Renter who disagrees afterwards reports an issue on the active Booking (Section 6.1).

At return:

the Renter documents the return with photos and the same checklist;
within 72 hours of the return being documented, the Owner inspects the Good, documents its condition with photos and the checklist, and either approves the return or reports a problem (damage, missing parts, not returned, late return, dirty).

While the Good is with the Renter, the Owner cannot claim damage or missing parts: those claims are made after the return, inside the 72-hour inspection window.

Payout needs a documented handover. The Owner is paid only if the handover was documented by one of the parties, unless a Moderator decides otherwise.

Take your photos in good light, showing the whole Good and any existing marks. Moderators decide on what is recorded in the Booking, so keep your photos and messages there.

5.6 Deadlines and what happens if nobody acts

Deadlines run in calendar hours from the moment we notify the party concerned by email and in the app. We send a reminder 12 hours before a deadline expires.

The Renter refuses the pickup, or the Owner does not show up. The Owner has 24 hours to accept the refund or contest it. If the Owner does neither, the Renter receives a full refund, the Booking is cancelled and the Owner receives a Strike.
The Owner contests a refused pickup. A Moderator case is opened immediately.
The return is documented and the Owner does not respond within 72 hours. The Booking is completed and the Owner is paid.
The Owner reports a problem after the return. The Renter has 72 hours to accept the claim or contest it. If the Renter does neither, a Moderator case is opened.
The Renter contests a claim. A Moderator case is opened immediately.
A paid Booking where nobody documented the handover. A Moderator case is opened 3 days after the end date. An unpaid Booking is cancelled at that point.
Any issue still open after 7 days. A Moderator case is opened. An issue is never completed or refunded automatically.

5.7 Late and missing returns

1 day after the agreed return date: the Renter receives a reminder and the Owner a notice.
3 days after the agreed return date: the Renter cannot make new Bookings until the Good is returned or the case is decided. The Owner can report the Good as not returned; the case then goes to a Moderator. We tell the Renter why their account is restricted and how to respond.
If the Good is not returned, we recommend that the Owner files a police report (denuncia) with the Policía Nacional, the Guardia Civil or the local police (keeping a Good one has rented may be a criminal offence), and gives the report number to the Moderator, who adds it to the case.
We share Booking data with the police or the courts when they request it under the law.

5.8 Cancellations and refunds by booking status

Requested, waiting for the Owner. Either party can cancel, and the Owner can decline. Nothing was charged, so there is nothing to refund.
Accepted, not yet paid. Either party can cancel. Nothing was charged; any payment in progress is cancelled.
Paid, more than 48 hours before the start date. The Renter can cancel with a full refund (Section 4.5). The Owner cannot cancel on their own, but can agree to refund the Renter.
Paid, less than 48 hours before the start date, not yet picked up. Neither party can cancel on their own. The Renter can withdraw from MeRents's service (Section 4.6), refuse the pickup or report that the Owner did not show up (Section 5.5), or ask for a refund, which the Owner can agree to. Otherwise a Moderator decides (Section 6.2).
Active (picked up). Not cancellable. Report a problem instead. The Rental price is refunded only by agreement or by a Moderator decision; the Service Fee may also be refunded under Section 4.6.
Returned, waiting for the Owner's inspection. Not cancellable. The Owner approves or reports a problem (Section 5.6).
Pending resolution (open issue). Not cancellable. The Renter can ask for a refund and the Owner can accept or decline it; otherwise a Moderator decides.
Completed, declined or cancelled. Nothing to cancel.

5.9 What is refunded

When the Rental price is refunded in full, we also refund the full Service Fee: you get back everything you paid. When it is refunded in part, we also refund the same proportion of the Service Fee (for example, if 40% of the Rental price is refunded, 40% of the Service Fee is refunded too). Refunds go to the original payment method. Banks may take several days to show them.

5.10 Payouts to Owners

When a Booking is completed, we transfer the Rental price to the Owner's Stripe account, less any part refunded to the Renter. Stripe then pays it to the Owner's bank account according to the Owner's payout schedule.

An Owner's first 3 completed rentals are transferred 7 days after completion. The booking page and the payments page show the scheduled date.
No payout is made for a Booking without a documented handover, unless a Moderator decides otherwise (Section 5.5).
If the Renter's bank opens a chargeback before the payout, the payout is held and a Moderator reviews the case. If the bank decides in MeRents's favour, the payout is released. If the bank decides in favour of the cardholder, the Owner is not paid for that Booking; the Owner keeps their legal rights against the Renter.

5.11 Taxes and reporting

Owners are responsible for declaring and paying any taxes on their rental income. Where the law requires it (for example the EU DAC7 rules for rentals of means of transport such as bicycles), MeRents collects the Owner's name, address, date of birth and tax identification number and reports the Owner's income from the Platform to the Spanish Tax Agency (Agencia Tributaria), which may share it with other EU tax authorities. If an Owner does not provide this information after two reminders, we must withhold payouts until it is provided.

5.12 What MeRents covers, and what it does not

MeRents keeps the Rental price until the rental is completed, and refunds it fully or partly when this is agreed, decided by a Moderator or provided for in these Terms.
MeRents does not pay for damage, loss, theft or personal injury caused by a Good or by another User. If a Good is damaged, lost or stolen, the Owner cannot recover its value or repair cost through MeRents.
There is no security deposit and no insurance at launch.
Owners list at their own risk. We recommend that Owners check whether their home or contents insurance covers renting their belongings to others, and consider their own insurance for valuable Goods. Do not rent out or rent a Good whose loss you could not accept.

This does not limit MeRents's own liability under Section 7.2, nor the Owner's right to claim compensation from the Renter (Section 5.4).

6. Issues, moderation and decisions

6.1 Reporting an issue

If something goes wrong during or after a rental, either party can report an issue on the booking page. The Booking moves to pending resolution and the payout to the Owner is paused. Both parties are notified and can try to agree a solution through the Platform's messages, for example a full or partial refund. The deadlines in Section 5.6 apply.

6.2 Moderator decisions on the Rental price

When a Moderator case is opened, a Moderator decides what happens to the Rental price MeRents keeps for the Booking, on the basis of these Terms, the Listing and the evidence recorded in the Booking: the timeline, both parties' photos and checklists, and the messages between them. The Moderator can decide:

a full refund to the Renter;
a partial refund, for the amount the Moderator sets;
completion with payment to the Owner;
completion with payment to the Owner, recording that any claim for damage is a matter between the parties.

The Service Fee is refunded as described in Section 5.9. MeRents keeps its Service Fee only if the Owner is paid, and the Moderator's decision does not depend on that.

We send both parties a short written explanation of the decision. Either party may ask for one review of the decision by a different Moderator within 14 days, by replying to the decision email or writing to support@merents.app.

A Moderator decision is not an arbitration award. It does not decide the parties' other claims (for example, for damage to the Good) and does not prevent either party from going to court or to a consumer dispute resolution body.

6.3 How we moderate and decide

We check Listings and activity against these Terms and the Prohibited Items policy. Some measures are automatic:

Listings in prohibited categories cannot be published;
a Renter with fewer than 2 completed rentals can have at most 2 Bookings requested, accepted or active at the same time, and any Renter can send at most 3 booking requests per hour;
to prevent payment fraud, a Booking may be refused, or a payment refunded in full, automatically when the card used is linked to the Owner's own payments or to 3 or more accounts in the last 12 months;
a Strike is recorded automatically when an Owner misses the 24-hour deadline to answer a refused pickup;
a Renter whose rented Good is 3 days overdue cannot make new Bookings until it is returned or the case is decided.

Moderators review reports, disputes and restrictions. When we remove a Listing, refuse a Booking or refund a payment for fraud reasons, record a Strike, or suspend or restrict an account, we tell you why: the facts, the rule applied, whether the decision was taken by automated means, and how to challenge it.

You can challenge any of these decisions within 6 months by replying to the notice or writing to support@merents.app. A person who did not take the original decision reviews it, and we reply without undue delay. You can also go to a certified out-of-court dispute settlement body under the EU Digital Services Act, or to court.

6.4 Strikes and account restrictions

A Strike is recorded on an Owner's account when the Owner does not answer a refused pickup within 24 hours (Section 5.6). We tell the Owner each time, with the reason and how to contest it (Section 6.3). 3 Strikes in 12 months lead to a review of the account by a Moderator, who may suspend the Owner's Listings [TO CONFIRM: Strike threshold, period and the consequence of the review, for example suspension of Listings for 30 days].

A restriction of a Renter's account under Section 5.7 is lifted as soon as the Good is returned or the case is decided in the Renter's favour.

6.5 Reporting illegal content

Anyone can report a Listing or content they believe is illegal or breaks these Terms, including infringements of intellectual property rights, as described in the Prohibited Items policy. We confirm receipt, review the report without undue delay, and tell the reporter and the author what we decided and how to challenge it.

7. Liability

7.1 Your responsibility

You are responsible for your own actions on the Platform and for complying with the law. If a third party or an authority makes a claim against MeRents because you broke these Terms or the law, you will compensate MeRents for the loss actually caused, to the extent that the breach is attributable to you. We will tell you about the claim promptly and let you take part in the defence.

7.2 MeRents's liability

MeRents is not a party to the Rental contract and is not liable for the condition, safety or legality of a Good, or for damage, loss, theft or injury caused by a Good or by another User, unless it is caused by MeRents's own breach of these Terms.

MeRents is liable for its own breach of these Terms in accordance with the law. Nothing in these Terms limits MeRents's liability for death or personal injury caused by its acts or omissions, for wilful misconduct or gross negligence, for the amounts it keeps or must refund or transfer under these Terms, or any other liability that cannot be limited by law.

7.3 Force majeure

Neither MeRents nor a User is liable for failing to perform because of events beyond their reasonable control that could not have been foreseen or, if foreseen, could not have been avoided (for example natural disasters, epidemics, war, or power or internet outages not caused by them). Obligations are suspended while the event lasts. If a rental cannot take place for this reason before pickup, the Booking is cancelled and refunded in full.

8. Intellectual property

You keep ownership of the photos and texts you upload. You grant MeRents a free, non-exclusive, worldwide licence to host, reproduce, adapt in format and show them on the Platform, in our apps and emails, and to promote your Listing on social media, for as long as the Listing is published and up to 12 months afterwards, plus any longer period needed to deal with disputes or legal obligations. We may let our service providers use them only to provide the Service. You confirm that you own the content or have permission to upload it, and that it does not infringe anyone's rights.

The MeRents name, logo, design and software belong to CloudGate Solutions, S.L. You may not copy or use them without our permission.

9. Changes to these Terms

We may change these Terms only for the following reasons: changes in the law or in a court or authority decision; changes to the features of the Service; security or fraud prevention; or to make the Terms clearer.

We will tell you by email and in the app at least 30 days before a change that is to your disadvantage takes effect, unless the law requires a faster change. If you do not agree, you may close your account free of charge before the change takes effect. Changes never apply to Bookings already paid.

10. Suspension and closure of accounts

We may suspend or close an account, remove Listings or limit features if the User seriously or repeatedly breaks these Terms or the law, puts other Users at risk, commits fraud, or if an authority orders it. We will tell you the reasons and how to challenge the decision (Section 6.3).

Closing an account does not cancel what is owed: paid Bookings are completed, refunded or decided under Sections 5 and 6, Renters receive the refunds they are owed, and Owners receive the payouts they are owed.

You may close your account at any time from your settings. Bookings in progress must be finished first.

11. Contact and complaints

Email: support@merents.app
Telephone: [TO CONFIRM: telephone number, standard rate, and opening hours]
Post: CloudGate Solutions, S.L., c/ de Espronceda 34-C, piso 1, 28003 Madrid, Spain [TO CONFIRM: postal address for complaints]

You can complain to us through any of these channels. We send you a complaint reference and a receipt, and we reply within 15 days at most. Official complaint forms (hojas de reclamaciones) are available on request at support@merents.app.

This is also our single point of contact for Users and for authorities under the EU Digital Services Act. You can write to us in Spanish or English.

12. Disputes, applicable law and jurisdiction

If your complaint is not resolved, you can go to [TO CONFIRM: name and website of the consumer dispute resolution entity, for example the Junta Arbitral de Consumo de la Comunidad de Madrid], and MeRents [TO CONFIRM: will / will not] take part in that procedure.

These Terms are governed by Spanish law. If you are a consumer, you keep the protection of the mandatory rules of the country where you live, and you may bring proceedings in the courts of your domicile, which are also the only courts where you can be sued. Between Users, the competent courts are those set by law.

13. General provisions

13.1 Language versions

These Terms are available in Spanish and English, and both versions have the same content. If they differ, the Spanish version prevails, except where the English version is more favourable to a consumer. A Catalan version is provided on request at support@merents.app.

13.2 Invalid clauses, transfer and no waiver

If a clause is void, the rest remains valid. Towards a consumer, a void clause is simply not applied: we will not replace it with a less favourable one. We may transfer this contract to another company of our group or to a buyer of the business, provided your rights are not reduced; we will tell you, and you may close your account. Not enforcing a right does not mean we waive it.

Annex: Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: CloudGate Solutions, S.L. (MeRents), c/ de Espronceda 34-C, piso 1, 28003 Madrid, Spain, support@merents.app
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.

Terms and Conditions